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Language: English
Demo

Services

Contact center technical support

With a support plan, your contact center changes as your business does, and you don't need in-house telephony and server engineers. The CONTACT.WORK engineers who launched your system set up new queues, numbers, reports, and integrations on request. We monitor your lines and servers around the clock and handle backups and updates ourselves, without counting them against your hours. Changes you request are billed in support plan hours.

Get a quotePricing
30 minengineer response timeTop plans
24/7on-call optionFor lines that never close
0hours for monitoring and backupsAlways included
1teamLaunched and supports your system

Scope

What support covers

We do the first four on request, using plan hours; the rest we do continuously at no charge.

ConsultingWe show agents and managers how to get things done in the system and find the data they need.
Configuration changesWe rework queues, greetings, routing, and business hours, and connect new numbers.
Import and exportWe load customer lists into the system and export data to Excel or your own software.
IntegrationsWe turn on prebuilt CRM and accounting integrations and set them up to match how you work.
MonitoringWe watch your services, internet connection, and carrier connections around the clock.
Backups and securityWe back up settings and databases, restore data after a failure, and protect the system from attacks.
UpdatesWe release new platform versions and install them at an agreed time, with no line downtime.
We handle your carriersIf your phone carrier, internet provider, or hosting fails, we talk to them for you.

Examples

How support handles real requests

Situations customers bring to us, and how each one ends.

A separate queue for a promotion

The company is launching a promotion, and its calls need to be kept apart from the rest. The manager submits a request, and the engineer creates a separate queue, updates the IVR, and adds the topic to the report. Promotion calls go to the new queue, and the manager sees them separately.

  • Manager's request
  • New queue
  • Its own report line
Task 1 of 4

The scope of work differs slightly by plan – see the comparison on the pricing page.

Results

What support does for your business

Monitoring

We spot problems first

Monitoring raises an alert when something goes wrong, and an engineer starts working on it without waiting for your call.

  • Services
  • Internet
  • Carrier connections

Backups

No lost data

Settings and customer data are backed up regularly. After a failure, data is restored from the latest backup.

  • Settings
  • Databases
  • Recovery

Requests

Changes without a new contract

Your request goes to an engineer who knows your system. Each request gets a number, so you can see whether it's in progress or done and how many hours it took. No need to agree on a contract and price every time.

  • A number for every request
  • Status and hours
  • No extra contracts

Report

A monthly support report

The report shows the month's requests, the hours spent on them, and any outages. The manager sees what they're paying for and decides whether the plan is the right fit.

  • Requests
  • Hours
  • Outages

Updates

New versions at no extra cost

We install new platform versions at a time that suits you, and with each release we explain what's new and what will be useful to you. No licenses required.

  • Latest versions
  • At a convenient time
  • What's new for you
Fixes without lengthy back-and-forthRequests go to the engineers who launched your contact center. They already know your setup, so they find the fix faster.
Monitoring included in every planMonitoring, backups, new versions, and bug fixes are included in all plans and use no hours. Everything else is done on request.
Predictable costsYour plan sets the number of hours and the response time, so the monthly invoice holds no surprises for your finance team.
We deal with your carrierWhen the phone carrier or internet provider is at fault, our engineers on the two top plans prove it with logs and push for a fix.

Process

How support gets started

  1. 01OnboardingWe review your system's settings, integrations, and the questions that come up most often.
  2. 02Ground rulesWe agree on who submits requests, through which channel, and what counts as an outage.
  3. 03Day-to-day workWe take requests and escalate complex cases to tier 2 engineers and developers.
  4. 04ImprovementsFor recurring questions, we write how-to guides and run short training sessions.

Terms

Support terms

Response time
30 minutes, 1 hour, or 2 hours, depending on the plan
Schedule
Monday-Friday, 9:00 AM-6:00 PM your local time
Weekends
Can be added to any plan
24/7
A separate add-on for the Pro and Maxi plans
Hours
Don't roll over to the next month; extra hours at your plan's hourly rate
Annual billing
The 12th month is free

Planning

What to decide before support starts

Who can request changes?Name the employees who can request changes. That way we never act on a change request from just anyone.
Where should requests go?Choose one channel for requests and urgent questions so they don't get lost in personal messages.
What counts as an outage?Let's agree on what an outage means for you: for example, no calls coming in or agents unable to log in. Outages go to the front of the line.
Do you need weekend or overnight coverage?If your line takes calls on Saturdays or at night, you'll need on-call coverage for those hours.
How many changes a month?Estimate how often your queues, menus, and reports change. We'll use that to choose the number of hours in your plan.

Q&A

Frequently asked questions

What does technical support include?

On request: consulting, configuration changes, data import and export, and integration setup. On our own and at no charge, we monitor the system, back up your data, update it, and fix bugs.

Which work doesn't use plan hours?

Monitoring of services, internet, and carrier lines; backups and recovery; installing new versions; bug fixes; security; and SSL certificates.

How fast do you respond?

On Start, you get a response within two hours; on Standard, within an hour; on the top plans, within 30 minutes. Response time is counted in business hours.

Do you work weekends and nights?

Saturdays, Sundays, and holidays can be added to any plan. 24/7 on-call coverage is available as an add-on to Pro or Maxi: outside business hours, the on-call engineer handles outages.

How are hours counted?

By the time our specialists spend on your tasks. We group small, similar requests together and count them as one hour.

Do unused hours expire?

Hours are tied to the month and don't roll over to the next one.

What if we run out of hours?

You buy extra hours at your plan's rate. If you run short regularly, a bigger plan costs less.

What if many requests come in at once?

Outages come first, then other requests in the order they arrive. Your plan's response time applies to every request.

What do you do after an outage?

We explain the cause and the steps already taken, and propose measures to keep it from happening again.

Do you report on your work?

Every month we send a report: requests, hours used, and outages.

Can we use hours for custom development?

On Maxi, plan hours also cover building new reports, fields, workflows, and integrations – no separate contract needed.

Do you support the system on our own servers?

We support it the same way as the cloud version. We connect with an account your IT team provides, and every connection we make is logged. If access is restricted – for example, your employee has to approve each login – a small surcharge is added to the plan.

Can we order only tier 1 or tier 2 support?

You can. At tier 1, our agents answer your customers by phone, messaging, and email on behalf of your company, handle routine questions, and help new users. At tier 2, engineers work through complex technical cases – including those escalated by your own tier 1 team.

How much does support cost?

The platform itself is free. You choose a support plan, plus hosting if you run in our cloud. Plans differ by the number of hours and response time. Contact us for pricing.

Pricing →

Glossary

Terms on this page

Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Escalation – passing an inquiry to the next level
Passing a complex inquiry to a specialist at the next level. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Support tiers
A support tier: tier 1 handles common issues, tier 2 handles complex ones. Learn more →

More

Related

Implementation How we set up the contact center for your company. Learn more Development Which modules and custom features we build for your needs. Learn more Training Sessions for your team before launch and after changes. Learn more Pricing Support plans, cloud hosting, and add-on services. Learn more

Blog

From the blog

All articles →
Services · 7 min read Contact center platform support after launch: tier 1 and tier 2 How to set up contact center support: what an hour of downtime costs, tier 1 and tier 2, escalation, updates, and what you actually pay for. Read the article → Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article →

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